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7.6. Request Details
The request details area contains the information necessary to manage the working of the request as well as the data to classify the request for reporting or automated processes.
Users have the ability to assign a status to a request. A status assignment can reflect a milestone in the resolution process, including what led to the closure of the issue. For example, HelpSpot provides the following by default: active, problem solved, Customer found solution, Customer unreachable, and software bug. To close a request, Users must select a status type other than Active.
HelpSpot comes by default with a few status types to get Users started however; Administrators can customize the list of status types.
On a very basic level, categories are used in HelpSpot to group-like requests together. This grouping can range from defining the nature of the inquiry to specifying the work group/department responsible for resolution. HelpSpot's flexibility allows organizations to best define the function that the category assignment serves.
It's important to keep in mind that beyond just a simple label, each category defines the types of meta-data collected for a request by tying request assignment, reporting tags, and custom fields directly to the category.
Appropriate category application, in conjunction with the meta-data collected, can provides help desks with a framework for workflow management.
Administrators must define the Users that have access to work requests within a specific category. Once this is done, Users will see on the request page a list of Staff to which a request can be assigned. This list will always contain:
- The default contact for the category,
- The Inbox as an assignment option. This means it will go to the Inbox and be available for anyone to take, and
- A count next to each Users name of how many requests are currently opened and assigned to them.
To select a Staff member, Users should use the dropdown to navigate available Staffers. Assignment is immediately applied as soon as the request is updated (via the Update Request or Update and Close buttons).
Assignment is the cornerstone of creating a request workflow. Once assignment is selected and submitted, the request will move to that User's My Queue and be flagged as unread for them to work.
Assignment can also be the basis for generating:
- Reports⎯monitor activity by User.
- Filtered Views⎯quickly navigate to requests based on assignment.
- Automation Rules⎯perform various actions based on request assignment.
Within each category an additional level of classification is available via the reporting tags. The selection of a value within the category drop-down will determine the reporting tags displayed.
Users can select as many reporting tags as applicable for the request by click the checkbox next to the tag. When the Update or Update and Close buttons are clicked, the tags will be applied to the request and logged within the request history.
At anytime reporting tags can be un-checked when no longer applicable.
Because HelpSpot ties reporting tags to the categories, when a category changes, any reporting tags selected under the previous category will no longer apply and new tags must be selected.
Reporting tags can be used to create:
- Reports⎯monitor requests by an additional level of classification.
- Filtered Views⎯quickly navigate to requests that contain specific reporting tags.
- Automation Rules⎯perform actions based on an additional level of classification within the request.
Custom fields represent custom meta-data that can be collected for a request. There are 11 types of custom fields available to Administrators for creation. These data field types can be used in a various combinations to collect the information necessary for meeting specific business requirements.
In addition to showing custom fields on the request pages for Users, Administrators can also make selected fields available to Customers via the portal web form (note: not all are available in the portal). In these cases, a custom field that is populated by the Customer will be displayed to the User on the request page.
Custom field values are applied to the request as soon as the Update Request or Update and Close buttons are clicked. Custom field changes/updates are logged in the request history.
Uses for custom fields include:
- Reports⎯monitor requests by key indicators as defined by Administrators, not HelpSpot.
- Filtered Views⎯quickly navigate to requests that meet values specified in custom fields.
- Automation Rules⎯perform actions on requests based on organization-specific information.
Within the header of the request details, there's an options menu that allows Users to:
- Set Reminders - Set a reminder specific to the request, using the reminders icon along the request details header. Reminders can include a note along with the inclusion of additional Staff. All reminders for the logged in User are in the user menu.
- Merge Requests - Combine one or more requests.
- View Access Key & Password - Customers must use the access to lookup a request on the portal. To access all their requests, at once, Customers must login using their email and password.
- Trash - Remove the request from the system; will no longer be included in filtered views or reporting.
- Print - Users can select to print a printer-friendly version of the request.